Creating a culture of excellent customer service
 

 

Gordon Milligan

"often small acts of kindness can really make a difference to someone's day"
25th April 2014

 

Dear Colleagues,

We all love to get great customer service; satisfied customers are more likely to keep coming back and when it exceeds our expectations we often tell our friends and family and encourage them to use a particular service, or shop at a new store etc.

Within Translink, we want to keep growing our business and services, so it’s critical that we provide an excellent experience for our customers. I know by the number of complimentary letters received from our customers many of you are doing just that.

Here are a few quotes from customers who have written to show how often small acts of kindness can really make a difference to someone’s day – there are many more great examples.

“I take the bus most days and this is the first morning I have been so pleasantly greeted with good morning – it makes a difference to the journey and the reputation of Translink – all bus drivers should be like this”.
Metro

“This compliment is for the lady driver of the Cairnshill Park and Ride Service.  She is one of the friendliest and welcoming drivers I have ever encountered on Translink services. She always has a smile and time for all her passengers – she is a real asset to Translink”.
Ulsterbus

“I would like to commend the lady in the ticket office at Great Victoria Street Station.  She is friendly, courteous, professional and always greets customers with a smile”.
NI Railways

We live in a world of rising expectations and as such it is more important than ever to create a culture of excellent customer service across the business in order to give our passengers the service they expect and to attract even more people on board – It’s a pleasure to read letters like this - keep up this great work.

Gordon Milligan

Interim Group Chief Executive

 
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